HSBC Trials Bot-to-Bot Interactions With Other Symphony Users

The bank's securities services arm increased efficiency with chatbots, and is now having interactions with clients—without human involvement.


HSBC Securities Services (HSS) is seeking to improve customer experience with chatbots. Through the messaging platform Symphony, the firm has been able to facilitate a chatbot-to-chatbot interaction that is handling customer problems independently of humans.

After first using Symphony internally, HSS rolled out the new chatbot externally last year. Stephen Bayly, global head of securities services technology at HSBC, says he has seen a dramatic difference in the number of phone-related queries

Only users who have a paid subscription or are part of a corporate subscription are able to print or copy content.

To access these options, along with all other subscription benefits, please contact or view our subscription options here:

You are currently unable to copy this content. Please contact to find out more.

Sorry, our subscription options are not loading right now

Please try again later. Get in touch with our customer services team if this issue persists.

New to Waterstechnology? View our subscription options

If you already have an account, please sign in here.

You need to sign in to use this feature. If you don’t have a WatersTechnology account, please register for a trial.

Sign in
You are currently on corporate access.

To use this feature you will need an individual account. If you have one already please sign in.

Sign in.

Alternatively you can request an individual account here: